This documentation supports the 20.02 version of Remedy IT Service Management Suite.

To view an earlier version, select the version from the Product version menu.

Release notes and notices

Learn what’s new or changed for Remedy IT Service Management Suite 20.02, including new features, urgent issues, documentation updates, and fixes or patches. 

The feature enhancements delivered in 19.11 BMC Helix ITSM (SaaS-only) release are also available in the Remedy ITSM 20.02 release.


This section only includes information about changes since the most recent release of Remedy IT Service Management (ITSM) Suite. If you are upgrading from a previous release, review the release notes for all applicable versions of the product. For example, if you are upgrading from version 7.6.04, review the release notes for versions 9.0, 9.1, 18.05, 18.08, 19.02, 19.08, and 19.11.


To stay informed of changes to this space, place a watch on this page.

Related topics

Known and corrected issues

BMC CMDB Release notes

Remedy AR System release notes

Remedy Change Management release notes

Remedy Asset Management release notes

Remedy Knowledge Management release notes

Remedy Smart Reporting release notes

Remedy Service Desk release notes

BMC Service Level Management release notes

BMC Service Request Management Release notes

Remedy Single Sign-On release notes

Remedy with Smart IT release notes

August 28, 202020.02.01: Patch 1 for version 20.02This patch release is only for the Remedy platform components (Remedy AR System Server, BMC CMDB, and Atrium Integrator) and includes updates to replace the Flash-based capabilities in the Remedy ITSM suite. 
February 21, 202020.02 enhancements

Enhancements to Remedy IT Service Management Suite are:

  • Faster loading of change collision detection in Change Management
  • (Versions 19.11 and later) Ability to automatically resolve email generated tickets
  • (Versions 19.11 and later) Self help options for business users when email generated tickets are created
  • (Versions 19.11 and later) Business users can reopen tickets from the email notification if the self help options are not enough to resolve issues

Enhancements to Remedy with Smart IT (Smart IT) are:

  • Enhancement to display the latest published knowledge articles
  • Ability to view the latest created tickets in a pinned knowledge article at the top of the list
  • Managing security incidents
  • Enhancement in the Release Management ticket
  • Ability to search for relevant help content within the Smart IT UI
  • Removal of bundled Tomcat from the Smart IT installer
  • (Version 19.11 and later) Introduction of a search box in the Ticket Console for a quick ticket search
  • (Version 19.11 and later) Ability to control the default date range in Ticket Console
  • (Version 19.11 and later) Ability to create a ticket in a quick way by using Smart Recorder
  • (Version 19.11 and later) Enhancements in the asset search
  • (Version 19.11 and later) Ability to open an item in the Ticket, Asset, or Knowledge console in a new browser tab
  • (Version 19.11 and later) Ability to open a ticket by using the display ID in the URL

Enhancements to Remedy Smart Reporting are:

  • Tracking the progress of work order automation initiative by using the Service Automation Dashboard and reports

  • Ability to change the default custom role of new users

  • (Version 19.11 and later) Separate documentation space for Remedy Smart Reporting
  • (Version 19.11 and later) Ability to restrict the number of rows retrieved from the database
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